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Workforce Manager – BPO
2 weeks ago
The Workforce Manager is responsible for overseeing workforce planning, forecasting, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level performance across assigned accounts. This role plays a critical part in balancing operational efficiency, client expectations, and employee engagement in a fast-paced BPO environment.
Key ResponsibilitiesWorkforce Planning & Forecasting
- Develop short-term and long-term forecasts based on historical data, seasonality, trends, and client demand.
- Partner with Operations and Clients to understand volume drivers, assumptions, and business changes.
- Create hiring and capacity plans aligned with growth and attrition projections.
Scheduling & Capacity Management
- Design and manage efficient schedules to meet service level agreements (SLAs) and key performance indicators (KPIs).
- Optimize staffing across shifts, sites, and programs while considering shrinkage and labor rules.
- Manage schedule adjustments for holidays, peak periods, and special events.
Real-Time Management (RTM)
- Monitor intraday performance and take proactive actions to address variances in volume, staffing, and AHT.
- Implement real-time actions such as overtime, VTO, skill reassignments, and schedule changes.
- Ensure adherence to schedules and coordinate with Operations to resolve performance gaps.
Reporting & Analysis
- Track and report workforce metrics such as service levels, occupancy, shrinkage, adherence, and forecast accuracy.
- Analyze trends and provide actionable insights and recommendations to leadership.
- Prepare internal and client-facing reports and presentations.
Stakeholder Collaboration
- Act as a strategic partner to Operations, HR, Training, Recruitment, and Clients.
- Participate in business reviews, planning meetings, and performance discussions.
- Support new program launches, transitions, and expansions.
People & Process Management
- Lead, coach, and develop workforce analysts, schedulers, and RTM teams (if applicable).
- Drive continuous improvement initiatives and workforce best practices.
- Ensure compliance with company policies, labor laws, and client requirements.
- Bachelor's degree in Business, Mathematics, Statistics, Operations Management, or related field (preferred).
- 3–7 years of workforce management experience in a BPO or contact center environment.
- Strong understanding of forecasting, scheduling, and real-time workforce concepts.
- Experience supporting multiple clients, queues, or lines of business.
- Proficiency in workforce management tools (e.g., NICE, Verint, Genesys, Aspect, Calabrio, or similar).
- Advanced skills in Excel and reporting tools.
- Strong analytical and problem-solving skills
- Excellent communication and stakeholder management
- Ability to work in a fast-paced, 24/7 operational environment
- Detail-oriented with strong organizational skills
- Strategic mindset with hands-on execution capability
- Service Level / ASA
- Forecast Accuracy
- Schedule Efficiency
- Occupancy & Utilization
- Shrinkage & Adherence
